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Job id: 087246. Salary: £32,979 - £36,396 per annum, including London Weighting Allowance.

Posted: 03 April 2024. Closing date: 17 April 2024.

Business unit: Students & Education. Department: Student Services Frontline.

Contact details: Laurence Mackavoy/Tanvir Malik. SEAM@kcl.ac.uk

Location: Strand Campus. Category: Professional & Support Services.

Job Description

About Us

The King’s community is dedicated to the service of society. King’s Strategic Vision 2029 sets out our vision for the future, shaped around five priority areas: educate to inspire and improve; research to inform and innovate; serve to shape and transform; a civic university at the heart of London; and an international community that services the world. Our ambitious Education Strategy sets out the actions that we must take to transform how we teach, how and where our students learn and how we support them during their time with us.

The Student Knowledge & Information department brings together colleagues who are focussed on helping students to get the information they need quickly and easily and also to engage with their programme and university life more broadly, through management of inbound enquiries and service requests, static and dynamic digital content, and outbound communications. Our remit covers all King’s students, from enrolment to graduation.

Student Knowledge & Information is part of the Students & Education Directorate, a collection of wide-ranging professional services in place to support King’s students and their education. As a directorate we manage the student lifecycle from application to graduation, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King’s faculties to do so.

About the Role

Student Services Frontline is King’s central team for enquiry management. Student Enquiries Officers handle enquiries from students, alumni and third parties via various enquiry channels including in person, online and by phone. They are responsible for providing excellent customer service and handling often complex enquiries using our Customer Relationship Management software (CRM), Microsoft Dynamics. Supported by a comprehensive knowledge bank (Student Services Online), the team work collaboratively with colleagues from across the university to provide an excellent student experience.

This is an exciting opportunity for candidates looking to gain experience in a student support environment, who wish to utilise their skills and expertise in customer service.

We encourage applications from candidates who have experience from both within and outside of the Higher Education sector where they can demonstrate the skills needed to succeed in this role.

This post will be offered on a six month Fixed Term Contract.

This is a full-time post. We welcome applications from candidates seeking a flexible work pattern within our necessary student-facing service operating hours of 9am – 5pm.

This is currently a hybrid working role with both work from home and on campus. When on campus, our department operates across all three London campuses: Strand, Waterloo and Denmark Hill

Key Responsibilities

  • Provide in-depth written and verbal information and guidance relating to multiple support services and administrative processes across the university to a diverse and multinational range of enquirers.
  • Use research skills and knowledge resources to provide positive and timely resolutions to enquiries in a case management system (Microsoft Dynamics) ensuring accurate records and effective notes are kept.
  • Adhere to processes, policies and legislation, including those relating to data protection, equality and inclusion, referring to specialists and other departments when necessary.
  • Manage and prioritise daily workload, working to meet the team’s agreed Service Level Agreements and Key Performance Indicators and flexibly across our locations and settings, including face-to-face, phone, Microsoft Dynamics and webchat.
  • Remain supportive and positive when dealing confidently with challenging situations that arise in a busy frontline service, maintaining effective and appropriate boundaries in all work.

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Skills, knowledge, and experience

Please clearly address how you meet the essential criteria in your application, and where possible how you meet the desirable criteria as well.

Essential criteria

  1. Relevant work experience and/or education: We think a wide range of different work and educational experiences could support you to be successful in this role. Relevant work experience might include work in retail or customer services. Relevant educational experiences might include higher education in a related discipline, professional qualifications, or other training.
  2. Experience of handling enquiries within a customer-focused enquiry, information and guidance service with the ability to interpret, analyse, diagnose, prioritise and problem-solve a range of enquiries.
  3. Proven IT skills, including the ability to use a wide range of Microsoft 365 and/or Customer Relationship Management (CRM) systems (or similar) with the enthusiasm to learn new systems.
  4. Good interpersonal and written communication skills, with the ability to provide clear and precise communications on topics of varying levels of complexity, striking an appropriate tone for various channels.
  5. Ability to take responsibility for own decision making while knowing when and how to escalate or signpost sensitive enquiries.
  6. Ability to work under pressure and remain calm and resilient in a fast-paced, customer-focused environment, whilst making an active contribution to achieving team goals.
  7. Ability to take responsibility for your own learning and development, ensuring any specific training needed for your role is undertaken.
  8. Understanding of the need for confidentiality with working knowledge of UK General Data Protection Regulations (GDPR).

Desirable criteria

  1. Customer service training and/or qualification.
  2. Committed to making a positive impact on society, putting the needs of others first.
  3. Knowledge of Microsoft Dynamics 365 customer relationship management (CRM) software.

Further Information

Please submit a personal statement when applying for this vacancy, clearly setting out how you meet the essential criteria, as this is how we shortlist applications. Learn more about how we recruit, including tips on writing your application and supporting statement on our website:  https://jobs.kcl.ac.uk/gb/en/applying

If you are a student or alumni of King’s there are resources from King’s Careers & Employability to support you in your application and interview.

Interviews will be held using Microsoft Teams and will consist of competency-based questions linked closely to the essential and desirable criteria mentioned here.

Although we have made improvements over the last number of years, our team is still under-represented in terms of staff from global majority ethnicities, LGBTQ+ identities, and from people with disabilities. We encourage applications from all backgrounds, communities and industries, and are committed to employing a team that has diverse skills, experiences and abilities.